Real Time Analyst, WFM
ibex. PakistanLahore, Punjab, Pakistan30+ days ago
Job descriptionPreventing Productivity Leakeages in real time Real – Time communication / Updates with all Stakeholders Ensuring Schedule Adherence, Maintaining Overall Attendance for all Department Performance Reporting Real-Time Monitoring Intraday Adjustments & Reporting Tool & System Monitoring Communication & Alerts Provide real-time alerts for performance deviations and downtime Coordinate with IT or support teams to report and track system outages or agent issues affecting performance Schedule adherence and manage intraday staffing Monitor real-time queue performance, agent adherence, and contact center KPIs (e.g., Service Level, ASA, AHT, occupancy, shrinkage) Generating Incident Notification to All Stakeholders during Downtime EOD Reporting Extensive Data Analysis & reporting
This role is responsible for real-time monitoring of workforce performance, ensuring schedule adherence, and preventing productivity leakages. It also involves intraday adjustments, reporting, and timely communication with stakeholders to maintain operational efficiency.
Qualifications
- 1-2 years of experience as a Real-Time Analyst or in a Workforce Management role.
- Preferably from an inbound sales environment.
Responsibilities
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Analyst • Lahore, Punjab, Pakistan
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